Why Are We Waiting? ; Millions of Working Days Are Lost Waiting in for No-Show Engineers and Deliveries That Never Arrive, Says Jane Barry

Summary

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DARREN Korol is a busy freelance print salesman. So, when British Gas said it needed to send an engineer to his Crawley home to check that his boiler was suitable for its HomeCare emergency cover, he was not thrilled to discover that he had to wait in from noon until 5pm. He was even less thrilled when five o'clock came, but no engineer. He phoned British Gas.

The person on the other end of the line promised an engineer would arrive by 6pm, meanwhile persuading him to pay an extra Pounds 4 per month to upgrade his emergency cover. Six o'clock came, but the engineer did not. "I stopped the direct debit and I haven't heard a thing since," says Darren. "They've cost me half a day's wages. If I did that to my clients, they'd go spare."

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Why Are We Waiting? ; Millions of Working Days Are Lost Waiting in for No-Show Engineers and Deliveries That Never Arrive, Says Jane Barry

British Gas is not the only culprit. According to a recent survey by consumer magazine Which?, last year we spent 158 million hours waiting in for workmen and service calls; almost 20 million working days. Another 110 m...

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